Fleet Director, Guest Experience

About the role

The Fleet Director, Guest Experience leads the strategic vision and day‑to‑day execution of guest‑relations across a multi‑ship luxury fleet. Reporting to senior hotel leadership, this role ensures every guest encounter reflects the brand’s ultra‑luxury standards.

Key responsibilities

• Partner with Hotel Directors to embed a guest‑relations culture in briefings, onboarding and performance reviews.
• Coordinate with the Fleet Butler & Guest Experience Director to align Guest Relations and Butler teams for a seamless experience.
• Collaborate with Housekeeping, F&B, Spa and Shore Excursion leaders to guarantee end‑to‑end problem resolution.
• Develop an early‑warning system using mid‑cruise surveys, post‑cruise NPS, complaint logs and social monitoring.
• Lead fleet‑wide rollout of new guest‑service initiatives and monitor KPI performance (resolution time, escalation rate, repeat‑complaint rate).
• Analyze guest feedback, sentiment data and market trends to drive continuous improvement.

Required profile

• 7–10 years of luxury hospitality experience, including 2–5 years in a leadership role overseeing guest relations across multiple ships or properties.
• Proven ability to set strategic direction, translate corporate priorities into measurable actions and drive results.
• Exceptional leadership, communication and coaching skills, with a talent‑development focus.
• Strong data fluency and experience managing guest‑relations KPIs.
• Fluent in English; additional languages (e.g., Spanish, Italian, Portuguese, German, French, Chinese, Japanese) are a plus.

Required skills

• Experience with guest‑satisfaction systems, CRM platforms, reporting tools and performance dashboards.